FinGrad – accounting outsourcing for small and medium-sized businesses
The accounting outsourcing team accompanied more than 120 clients, and the reporting, document requests and consultation work was distributed among specialists, but time control was based on the experience of senior staff.
The starting point
Client documents were sent to the mail, messengers and private messages to managers, and some of the tasks were repeated every month, but each specialist conducted them in his own way.
The manager saw the load only through regular calls, and the new employee had to be put in for a long time because the rules were in the minds of experienced professionals.
What had to be decided
- Describe the repeated cycles by clients: documents, reporting, payments, consultations.
- Make a single list of customer requests with deadlines and responsible.
- Enter clear communication patterns and processing statuses.
- Reduce dependence on the personal memory of senior professionals.
What did you do?
Decomposed client cycles
Separately described monthly, quarterly, annual and unscheduled work on clients.
Introduced working statuses
Requests received statuses: accepted, waiting for documents, in work, at check, sent to the client, closed.
Gathered time control
The executive and senior professionals see delays, risks and clients where intervention is required.
We've got templates.
For typical queries, response templates and checklists were made to reduce the difference in communication.
Results
What's changed at work?
- In the pilot group, customer requests were no longer lost.
- The number of manual clarifications on what stage the task is at has decreased by 37%.
- New employees got into work faster thanks to clear statuses and checklists.
- The manager received a general list of risks by clients before the reporting dates.
What the chief now sees
- Calendar of reporting events and customer obligations.
- A queue of requests for responsible and deadlines.
- Communication templates and processing checklists.
- Controlling customers with an increased risk of delay.
Similar cases
Would you like to see a similar process?
Describe where applications, deadlines, responsibilities, data or management picture are currently lost, and prepare the first outline of the solution and a clear implementation plan.